Call Center Training Instructor II

Company: Valor VIP
Location: Jacksonville
Posted on: October 18, 2020

Job Description:

ID: 2Updated Date: 2020-07-23Department: Training & Development PositionsSchedule: Day, Evening, and WeekendsEducation: High School Diploma/GEDWage Description: $40k - $45k/yr CommensurateBonus: MonthlyExperience: 5Company Brand: MCI

JOB LOCATION

Reports On-Site to Location - ValorVIP, 6703 Southpoint Dr. N #300, Jacksonville, FL, 32256 (USA)

POSITION OVERVIEW

EXPERIENCED TRAINING INSTRUCTOR SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS

Our employee development team is looking for experienced call center customer service and sales trainers to facilitate new hire training on behalf of commercial and public sector clients. In this role you will be responsible for onboarding processes, training delivery, and material and curriculum development.

Candidates for this role should be charismatic public speakers, friendly, creative, highly reliable, and possess a strong work ethic. This is an a senior position and requires applicant have five or more years in a training roA background in call center customer service or sales or experience in group instruction in a corporate classroom setting required.

This is a full-time, local, on-site position and requires employees to report to work at our Jacksonville contact center.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

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POSITION RESPONSIBILITIES

WHAT DOES SOMEONE IN THIS ROLE DO?

Provide on-boarding training for the newest members of our customer service and sales team and work with representatives to improve ongoing performance. Facilitates learning through a variety of delivery methods to develop participants' skill sets. Training methodologies may include classroom instruction, on-line learning, hands-on labs, peer to peer coaching, and team meeting trainings, conference calls and train the trainer sessions. The training is responsible for the entire training lifecycle including all pre-training prep work, training delivery, learning schedules, and maintaining participant records.

Essential Duties

• Facilitate classroom style training on products, services, techniques, systems, and processes. .
• Assists in planning, conducting, coordinating and implementing a comprehensive training program for staff.
• Develop and mentor new Training Instructors and provided feedback and guidence on the training process.
• Work extensively with business partners and SMEs to perform needs analysis, develop learning objective
• Create and develop training curriculum and training materials based on proven adult learning techniques including ADDIE, Rapid Course Development, and Adult Learning Theory.
• Develop and maintain training tools, including worksheets, templates, databases and reports
• Improves training effectiveness by implementing new approaches and techniques; making support readily available; integrating support with routine job functions.
• Use a variety of instructional methods to ensure maximum delivery effectiveness
• Develop and create training resources and maintain/update systems training environment and library of training resources to align with operational excellence.
• Develop assessments to measure and assess effectiveness of the curriculum and learner performance
• Monitor trainees' knowledge before and after training to help determine follow-up training required
• Provide follow-up coaching about job performance and quality assurance to new employees after training;
• Work one-on-one with representatives to reinforce skills taught during training sessions
• Utilize established curriculum and assist in developing new educational materials
• Perform other related duties as assigned CANDIDATE QUALIFICATIONS
  
  WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?
  
  The ideal candidate for this role shares an understanding of the growth objectives of the organization and has the ability to professionally represent the company internally and to the client. Must exhibit good business judgment and acumen be both confident and flexible in their views. Candidates should possess a fun and enthusiastic disposition and be capable of teaching and motivating a wide range of personalities and learning styles
  • 5+ years of experience teaching or training in a classroom environment (in person or virtual)
  • Associate degree and/or combination of education and relevant work experience
  • Exceptional interpersonal & communication skills
  • Working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
  • Understanding of training tools and techniques
  • Possess effective conflict resolution skills (both customer and agent conflict)
  • Possess time management, planning, organizational and multi-tasking skills
  • Excellent presentation skills (oral and written), as well as ability to motivate, teach and inspire staff.
  • Ability to work in a professional but fast-paced environment
  • Excellent planning, class management and coordination skills and ability to work with a variety of learning styles.
  • Strong understanding of adult learning theory, curriculum design, and training.
  • Comfortable delivering constructive feedback to address knowledge, skill, and performance gaps
  • Comfortable of providing and accepting critical feedback.
  • Capable of prioritizing and organizing work efficiently to meet deadlines
  • Experience in assessing learning needs and identifying performance gaps
  • Experience defining curriculum strategies and training plans
  • Experience designing and developing training content, courses or programs, and training evaluation PREFERRED QUALIFICATIONS:
    • Military, local, state, or federal government experience is a plus
    • Experience working in a contact center environment is a plus.
    • Graduation from an accredited two-year or four-year college or university is a plus
    • Experience working with Learning Management Systems (LMS) is a plus COMPENSATION DETAILS
      
      WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?
      
      We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience. Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.
      
      Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TV's, trips, tickets, and even cars. In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment. Benefits options and plans vary slightly by location.
      
      JUST A FEW OF THE BENEFITS
      • Medical, Dental, and Vision Coverage Options
      • Paid Time-Off
      • Regular Raises
      • Work-at-Home Opportunities
      • Advancement Opportunity
      • Fun, Engaging Work Environment
      • Casual Dress Code
      • Cash and Prize Contests SCHEDULE
        
        NEED A SCHEDULE THAT WORKS WITH YOUR LIFE?
        
        We can offer a wide range of scheduling options for qualified candidates. There are multiple shifts and weekly work variations available to our team members. Please ask a Talent Acquisition Specialist about the different types of creative scheduling options that are available at your location. Whether you are a busy parent, student, or just want control of your work-life balance, flexible, customized scheduling is one of the perks of working at our organization .
        
        PHYSICAL REQUIREMENTS
        
        This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods whle using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.
        
        CONDITIONS OF EMPLOYMENT
        • Must be authorized to work in their country of residence (The United States or Canada)
        • Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results
        • Must be willing to submit to drug screening. Job offers are contingent on drug screening results. REGARDING COVID-19
          
          As an employer supporting critical Federal, State, and Commercial clients, we have taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-19 and keep our employees safe.
          
          Measures include social distancing for those working on-site, frequent deep cleaning and disinfecting of workstations and common areas, work-at-home option for eligible positions and programs..... click apply for full job details

Keywords: Valor VIP, Jacksonville , Call Center Training Instructor II, Education / Teaching , Jacksonville, Florida